Unauthorized SIM Swap and Horrible Service from MTN

Title: Unauthorized SIM Swap and Horrible Service from MTN

I am beyond frustrated with the terrible service from MTN and the security risks that come with it. On Sunday, I received an SMS (***) stating that an order had been submitted on my account, and by Monday, my SIM card was no longer working. It kept saying "No Service." After trying the SIM in multiple devices and restarting my phone as instructed by MTN customer service, the issue persisted.

I called MTN several times, and after multiple calls and no resolution, I was informed on Tuesday that someone had performed a SIM swap on my number without my consent! I was forced to take time off work to visit the Brooklyn branch to resolve the issue. At the branch, the manager casually mentioned that unauthorized SIM swaps happen "a lot lately"—a serious concern about the security of MTN’s systems. To add insult to injury, I was told I would have to pay for the SIM swap that I did not even request!

The consultant at the branch was clueless and wasted 45 minutes doing nothing productive, only to tell me the system was offline. After promising to get back to me, I’ve received no follow-up. I’ve made over 10 calls to MTN, spoken to different consultants and supervisors, and every time, I’ve been told my issue would be "escalated"—yet nothing has been done.

It’s now Friday, and I still don’t have a working number. My phone number is linked to my bank accounts, meaning I can’t make payments or receive OTPs, which is a huge security risk. Despite being a loyal MTN customer for over 5 years and paying over R5000 per month, I’m shocked by the lack of service, accountability, and concern for customer security.

I strongly advise anyone considering MTN to stay away from this provider. Their systems are unsecure, and their customer service is abysmal. This experience has been nothing short of a nightmare, and I’m considering switching to another provider. MTN, fix your service and security before you lose more loyal customers!